CRM Analyst (Retail / Duty-Free Industry)
Location: Makati City (Hybrid Setup)
Employment Type: Full-Time, Permanent
Level: Mid–Managerial
About the Company (Confidential Client)
Our client is a premier duty-free retail company in the Philippines, established in the early 1990s and part of a well-known luxury retail group. With key operations in Subic Bay Freeport Zone and a corporate office in Makati, the company offers a diverse portfolio of international and local products including groceries, liquor, beauty, and general merchandise.
They are known for fostering a collaborative, dynamic, and growth-oriented work environment, making them an excellent platform for professionals looking to build expertise in retail and customer analytics.
Job Summary
The CRM Analyst will lead the technical strategy and execution of customer relationship initiatives, ensuring strong data governance, effective segmentation, and lifecycle automation. This role is responsible for optimizing the end-to-end customer journey, while also supporting targeted digital campaigns to drive retention and revenue growth.
The role reports directly to the AVP – Marketing and includes team leadership responsibilities.
Key Responsibilities
CRM Strategy & Data Management
- Lead CRM platform setup, database health, and segmentation strategies
- Ensure data accuracy, hygiene, and actionable insights generation
Customer Journey & Lifecycle Marketing
- Design and implement automated, personalized campaigns (Email/SMS)
- Drive customer retention and increase lifetime value (CLV)
Digital Campaign Support
- Execute targeted campaigns across digital and social platforms
- Support retargeting and conversion-focused initiatives
Performance Analytics & Reporting
- Track ROI, campaign performance, and customer behavior
- Provide data-driven insights and recommendations to leadership
Team Leadership
- Manage and mentor a small team
- Ensure delivery of high-quality CRM and digital outputs
Data Privacy & Compliance
- Ensure full compliance with data privacy regulations
- Act as custodian of customer data integrity and security
Key Performance Indicators (KPIs)
- CRM database growth and data accuracy
- Increase in repeat purchase rate and customer lifetime value
- Campaign ROI and conversion rates
- ROAS for digital and social campaigns
- Implementation of data-driven improvements
- Zero data privacy violations
Qualifications
- Education: Bachelor's degree in Statistics, IT, Mathematics, Data Science, or related field
- Experience: 5–6 years in CRM, data analytics, or database marketing
- Leadership: At least 1 year of team management or supervisory experience
- Technical Skills: Strong expertise in CRM systems and segmentation strategies
- Digital Knowledge: Familiarity with Meta Ads and Google Analytics is an advantage
- Certifications: Required certification in a major CRM platform; digital certifications are a plus
Why Join This Opportunity
- Be part of a well-established retail brand with strong industry reputation
- Gain exposure to data-driven marketing and customer experience strategies
- Work in a collaborative and dynamic environment
- Opportunity to lead initiatives that directly impact business growth and customer loyalty
